We are seeking a Senior Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving a high-visibility program of reducing customer service contacts that go to an agent through the expansion of our automated tools as well as through Artificial Intelligence (AI). You will own and execute a complex projects and programs that spans across the globe and multiple organizations within Amazon. You will be a thought leader and innovator within the organization.
The successful candidate has a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
- Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program’s strategy and roadmap.
- Define business and systems requirements working with internal and external customers.
- Define and execute the project plan from design to release, securing resources, and managing implementation.
- Clearly communicate goals, roles, responsibilities, and desired outcomes.
- Work collaboratively with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- Manage multiple internal and external, cross functional and remote stakeholders.
- Develop change processes associated with program rollout and ongoing support.
- Track delivery against program objectives and implement proposals to improve program services and efficiencies.
- Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
- Ideate and drive strategic change across the broader CET team.
A day in the life
As a Program Manager in our Customer Engagement Technology team, your day is a dynamic blend of strategic oversight and collaborative problem-solving. You begin by reviewing updates from science and engineering teams, ensuring projects align with broader objectives. Throughout the day, you navigate a series of meetings with senior leaders across Amazon, leveraging your influence to guide cross-functional teams and prioritize projects that support our shared goals.
Communication is at the core of your role. You craft stakeholder updates, prepare for roadmap reviews, and contribute to business presentations, distilling complex information into actionable insights. Between meetings, you tackle strategic planning, brainstorming innovative approaches to customer engagement and refining organizational goals. Your adaptability is constantly tested as you switch between tasks, solving unexpected challenges in our fast-paced environment.
Collaboration is key as you work with engineering, science, and product teams, fostering innovation and making data-driven decisions. At day's end, you reflect on your impact, knowing you're at the forefront of implementing cutting-edge technologies that enhance Amazon's customer experiences globally.
This challenging yet rewarding role is supported by Amazon's comprehensive benefits package. We value diversity and encourage all passionate individuals to apply, even if they don't meet every qualification. Join us in shaping the future of customer engagement technology!
About the team
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree
- Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.